Chuyên viên quản lý chất lượng cuộc gọi (du lịch, hàng không)

Language: Good at English both written and spoken Working time: Monday to Saturday (9am – 6pm) Working day: 25 days/month - Ensure the quality monitoring is done to improve overall quality performance across the project based on the quality standards - Provide feedback and coaching based on quality audits, complaints and seller satisfaction remarks to improve on their communication and overall quality performance - Train CSR’s on soft skills, call handling, ticket handling and communication skills - Provide report and analysis on quality progress to HOCS - Ensure contact reason categories are tagged correctly - Generate processes and guidelines for CSR’s to adhere - Attend calibration and meetings to ensure requirements are on par - Analyze the root cause of the issue and able to design an action plan. - Document Contact Center quality concerns and trends for procedural changes, recommendations, and training. - Provide information to assist in the performance feedback and to increase motivation concerning Contact Center quality concerns. - Test products and procedures to establish functionality and effectiveness. - Manage BPO performance to achieve KPIs of productivity, CSAT, CQM

- Attractive Salary and Benefits - Performance Appraisals every year - Performance Bonus twice a year - Various Training on Best Practices and soft skills - Diverse careers opportunities with various industry and products - Company trip, big annual year - end party every year, team building, etc.

Contact me: 0918 230 550 (Zalo)